Operations Lead

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

Role Overview

The Operations Lead is responsible for providing operational coordination between business units, whilst planning and coordinating service improvements / priorities and supporting ITO sales for Datacom.

What you’ll do:

• Developing and maintaining key relationships with SDMs, business units, management and leadership, project managers, location management staff, sales and presales.
• Representation of all technical functions in support of the SDM, including but not limited to QBRs and other customer meeting relating to technical issues.
• Technical coordination of incidents spanning multiple technical teams.
• Validating and managing customer-instigated services improvement within functional area.
• Being in an influential leadership role and member of the local Management Team.
• Team collaboration and enablement.
• Technical escalation & management (root cause analysis/MIM).
• Strategy planning, coordination and implementation.
• Capacity/demand management & planning.
• Supporting & driving business growth by ensuring Sales, Presales and Customers Teams have  up to date and relative info on services offering and organizational capabilities.
• Providing technical input into Customer account planning

What you’ll bring:

• Good understanding of service delivery methodologies including ITIL/ITSM.
• Good understanding of root cause analysis processes and MIM.
• Strong knowledge and capability in CSI (Continual Service Improvement) practices and processes.
• ICT service delivery management – SDM, customer facing, TL/OPS Mgr.
• Years’ experience as a manager / supervisor, with a demonstrated record of consistently achieving goals.
• ITIL Foundations Certificate
• Project Management certification

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.